CLINICAL REPRESENTATIVE JOB DESCRIPTION

A Clinical Representative who cannot triage a distressed caller, route a physician order accurately, or prepare patients for pre-surgical steps creates downstream failures that fall on nurses, schedulers, and attending physicians. This role is the first and most consistent human contact patients and clinical staff have with an organization's care coordination system. It demands fluency in both patient-facing communication and the procedural logic of hospital or practice operations, including an understanding of pre-authorization workflows and scheduling compliance. It is not administrative work dressed in scrubs - it is front-line clinical operations.

As the Clinical Representative, you serve as the primary conduit between patients, clinical staff, and the broader care team, ensuring that scheduling, documentation, and communication meet the accuracy standards that patient safety depends on. The role sits within patient access or clinical operations, working directly alongside physicians, practice managers, triage nurses, and administrative leads across inpatient and outpatient settings.

Career Impact: Hands-on exposure to operating room protocols, pre-authorization requirements, and LPN/RN-level care coordination builds a clinical operations profile that opens doors to patient access management and healthcare administration.

Business Impact: When scheduling accuracy and pre-surgical patient preparation fall short, surgical delays and compliance gaps follow - this role prevents those outcomes at the point of contact.

Growth Opportunity: Proficiency in medical terminology, physician order management, and multi-site coordination positions Clinical Representatives for advancement into scheduling supervisory roles or patient access leadership within two to three years.

• Answer and triage incoming patient and clinical calls using designated scripting, escalating to physicians, triage nurses, or practice managers when clinical judgment requires.
• Schedule patient appointments accurately, confirming date, time, provider, and required documentation with each caller before ending the interaction.
• Obtain and enter complete demographic, insurance, and financial information into the practice management or scheduling system.
• Notify patients of physician orders, pre-authorization requirements, and financial clearance conditions prior to appointment or procedure.
• Coordinate with clinical departments to accommodate special scheduling requests, stat procedures, and order modifications.
• Communicate case observations, schedule changes, and unresolved service issues to the appropriate supervisor or clinical lead.
• Maintain accurate patient records and ensure all documentation meets organizational and regulatory standards.
• Prepare patients for upcoming procedures by confirming pre-surgical tasks, required items, and appointment logistics.

• High School diploma or equivalent required; medical background or some college coursework preferred.
• 2 or more years of patient access, scheduling, or clinical administrative experience, with direct exposure to hospital or practice operations.
• Demonstrated knowledge of medical terminology sufficient to interpret physician orders and scheduling instructions accurately.
• Ability to manage confidential patient information in compliance with applicable healthcare privacy requirements.
• Strong verbal and written communication skills with the ability to handle distressed or complex patient interactions professionally.
• Proven capacity to manage multiple simultaneous tasks in a high-call-volume environment without loss of accuracy.
• Sound judgment in recognizing when patient concerns require escalation to clinical or supervisory staff.
• High standard of professional integrity and commitment to ethical conduct in all patient and staff interactions.

• Current LPN or RN licensure, or graduate of a professional nursing program, providing direct clinical knowledge applicable to scheduling and order management.
• Prior experience in utilization review, patient access management, or surgical scheduling within a hospital or health system.
• Familiarity with pre-authorization workflows, insurance verification, and financial clearance processes specific to inpatient or outpatient surgical settings.
• Working knowledge of practice management systems or hospital scheduling platforms sufficient to enter and retrieve patient records accurately.

• Scheduling accuracy rate, measuring the percentage of appointments entered without demographic or provider errors.
• Call handling volume per shift, reflecting throughput in a patient access or call center environment.
• Pre-authorization completion rate, tracking how consistently financial clearance is confirmed before appointment dates.
• Escalation appropriateness ratio, measuring how often calls escalated to clinical staff required that level versus could have been resolved at intake.
• Patient preparation compliance rate, tracking whether pre-surgical task reminders were completed and documented per protocol.

• Base Salary Range: $38,000 to $52,000 annually, depending on licensure and experience.
• Bonus: Modest performance-based incentives; not standard across all employers in this segment.
• Equity: Not typically offered at this level in healthcare operations roles.
• Health Benefits: Medical, dental, and vision coverage; often includes employee-only premium contributions.
• PTO: 10 to 15 days annually; some employers offer accrual-based plans with sick leave separate.
• Common Perks: Tuition reimbursement, shift differentials for evenings or weekends, and continuing education support.

Successful completion of a background check and, where applicable, drug screening is a condition of employment for this role given its access to patient information and clinical environments. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other characteristic protected under federal, state, or local law. Reasonable accommodations are available for individuals with disabilities throughout the application and employment process. Candidates must be authorized to work in the United States.

The Sr. Clinical Representative delivers clinical field support across surgical facilities, attending bariatric procedures, facilitating hospital staff training, and advancing MBO targets in partnership with sales leadership and key opinion leaders. Reporting to Senior Sales Leadership, this work ensures that operating room teams apply bariatric surgical technologies correctly, directly connecting clinical outcomes to commercial performance across a geographically diverse territory.

Key Responsibilities

• Implement measured business objectives as established and communicated by the sales leadership team.
• Communicate with all current and potential customers on a regular basis, providing solutions as needed.
• Oversee procedure activity in assigned facilities per assigned MBO.
• Cover cases in diverse geographical areas.
• Facilitate proper hospital staff training focused on bariatric surgical technologies.
• Communicate case observations with aligned sales professionals and senior leadership.
• Attend clinical meetings, seminars, and conferences as appropriate.
• Achieve quarterly MBO targets.
• Perform duties as efficiently as possible, reducing costs when possible.
• Maintain receipts for all job-related expenses and submit them to accounting.
• Coordinate with other members of the sales team and team leaders as needed to generate sales and provide excellent customer service.
• Submit reports on sales activity regularly into the CRM software.
• Maintain clean and updated records for all leads and customers.
• Adhere to all company procedures, values, and policies.

Required Qualifications

• PA, RN, SA, CST, or related title with 7+ years in an operating room functional role required.
• Proven record of excellent communication and understanding of the role of clinical staff in the operating room environment.
• Solid understanding of healthcare compliance and regulatory requirements.
• Ability to transfer clinical knowledge to staff effectively.
• Strong relationship-building skills to constructively foster relationships internally and externally, including key opinion leaders.
• Strong organizational skills and high level of personal and professional integrity.
• Proficient in Microsoft Office.
• Excellent communication and presentation skills.
• Ability to work independently with minimal direction.

Embedded within a patient-facing administrative team, the Clinical Representative manages incoming call screening, appointment scheduling, and patient preparation to ensure care coordination runs without gaps across the practice. Working closely with physicians, practice managers, and triage nurses, this role delivers the accurate demographic intake and pre-surgical reminders that prevent scheduling errors and support a positive patient experience.

Core Functions

• Answer, screen, and forward incoming phone calls as per client guidelines.
• Answer questions and offer other information as requested to provide patient-focused service.
• Function as a liaison for patients and the client.
• Direct calls to other departments as needed.
• Use sound judgment in handling calls, especially with upset patients.
• Recognize when to escalate calls to physician, practice manager, or triage nurse.
• Schedule appointments for patients.
• Answer the telephone promptly and in a polite and professional manner.
• Obtain and enter accurate demographic information into the practice management system.
• Review appointment date, time, and provider name with the caller to ensure accurate scheduling.
• Inform caller of items to bring to appointment, including insurance card, medications, co-payments, verification of income, and referral if applicable.
• Remind patients of pre-surgical tasks.
• Provide assistance with mailings and faxes as call volume permits.

Qualifications & Experience

• High School diploma or equivalent required, medical background preferred.
• Computer literate, particularly in Microsoft Word and Excel.
• Ability to manage confidential and sensitive information.
• Ability to communicate effectively on the phone.
• Ability to work quickly and manage multiple tasks simultaneously.
• Ability to exercise good judgment to manage calls appropriately.
• Ability to demonstrate good customer service.
• Good written and oral communication skills required.

Reporting to supervisory staff within patient access or registration, the Scheduler Clinical Representative owns the intake of complete clinical, demographic, and financial information throughout the scheduling process, including receiving verbal physician orders and managing pre-authorization notifications. Partnering with clinical departments, registration teams, and external clients, this role shapes the accuracy and timeliness of surgical scheduling workflows in ways that directly support patient safety and operational throughput.

Primary Duties

• Follow guidelines for special requests, stat, and schedule modification procedures.
• Coordinate communications with clinical areas to accommodate customer requests.
• Answer telephone calls according to designated scripting for the scheduling process.
• Maintain positive customer service at all times, referring unresolved issues to the appropriate supervisor.
• Notify customers of physician order, pre-authorization, and other financial clearance requirements.
• Perform functions of other PASU functions or registration when requested.

Education & Experience

• High School Diploma or equivalent required, some college coursework preferred.
• Graduate of a professional nursing program with a current LPN or RN licensure required.
• Prior RN or LPN clinical experience mandatory.
• UR or management experience highly encouraged.
• Course in Medical Terminology required.
• 2–5 years of administrative experience in a medical facility, health insurance, or related area.
• 3+ years in Patient Access or Scheduling preferred.
• Knowledge of function and relationships within a hospital environment preferred.
• Advanced understanding of surgery procedure scheduling preferred.
• Minimum typing skills of 35 wpm.
• Demonstrated working knowledge of relevant software, systems, and equipment.
• Advanced customer service skills and experience.
• Ability to work in a call center environment.
• Ability to receive and express detailed information through oral and written communications.
• Ability to build and maintain collaborative relationships with internal and external clients.
• High-level problem-solving and analytical skills with strong technical accuracy.
• Identify opportunities to improve patient relations and shorten scheduling process times.
• High achievement in productivity with the highest ethical standards.